Senior Help Desk Support Specialist

Sienna Systems Corporation (Sienna) is seeking a Senior Help Desk Support Specialist to join our new project supporting the White Sands Missile Range (WSMR) in White Sands, NM. This work will be performed on-client site and requires an active Secret clearance.

Summary:

This role is responsible for providing exceptional technical support to WSMR contractors, military employees, and potentially staff across multiple locations. Working as part of an enterprise application team of approximately 60 members, you will troubleshoot a variety of user issues, manage user accounts, and develop solutions to ongoing technical challenges.

Responsibilities:

• Provide technical support via phone, email, and potentially in-person for issues related to desktop software, hardware, user accounts, and peripherals (like printers).

• Manage user accounts, including processing account creation and change requests, troubleshooting individual account issues, and account lifecycle management (creation and termination).

• Troubleshoot and resolve desktop hardware and software problems for end users.

• Analyze trends in problem resolution and develop standard operating procedures (SOPs) and user self-help training materials.

• Document, track, and monitor issues to ensure timely resolutions.

• Actively seek out additional ways to support the team in a leadership capacity.

• Assist in identifying and developing solutions to emerging technical issues faced by users and the Help Desk team. This involves taking a lead role in researching and implementing solutions.

• Collaborate with team members and supervisors to deliver exceptional IT services. This involves mentoring junior team members and providing guidance on complex issues.

• Maintain a positive and professional demeanor while providing exceptional customer service.

Qualifications:

• Experience with Windows operating systems, Microsoft Office Suite (Outlook, Word, Excel, etc.), and user account management.

• Experience with basic network and connectivity troubleshooting (DHCP, DNS).

• Strong understanding of Active Directory, including managing group access and permissions.

• Excellent written, oral, and interpersonal communication skills.

• Ability to explain technical concepts to non-technical users.

• A collaborative team player with a problem-solving mindset.

• Active Secret security clearance required.

Job Requirements:

• 5 years of Help Desk and/or IT experience

• CompTIA A or CompTIA Security certification

• Secret or Interim Secret DOD security clearance

Additional Information about Position and Company

• Salary: up to $54,000 annually, based on experience

• Job location: White Sands Missile Range, NM

• Company benefits:

  • BlueCross BlueShield medical/dental/vision insurance

  • 401(k) plan: 4% employer match with immediate vesting

  • 3 weeks PTO

  • 11 paid Federal Holidays

  • Long- and short-term Disability coverage

  • Company sponsored Life Insurance coverage

  • Hiring Referral Bonus

  • Reimbursement for approved technical training/exams

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